top of page

Complaints Procedure:

  1. Receipt of Complaints:

  • Contact Us: Customers can submit a complaint by contacting our customer service team via email at [email address] or by phone at [phone number]. Customers can also submit complaints in person at our store location.

  • Complaint Form: We also provide a complaint form on our website, which customers can fill out and submit electronically.

  1. Acknowledgement of Complaints:

  • Reference Number: Once a complaint is received, we will acknowledge it within 28 business days and provide the customer with a reference number for their records.

  • Investigation: We will investigate the complaint thoroughly and aim to resolve it as quickly as possible.

  1. Resolution of Complaints:

  • Resolution Options: Depending on the nature of the complaint, we may offer a refund, exchange, credit, or other resolution.

  • Communication: We will keep the customer informed throughout the process and ensure that they are satisfied with the outcome.

  1. Escalation of Complaints:

  • Second Level of Management: If the customer is not satisfied with the resolution of their complaint, they may escalate it to a higher level of management by contacting [contact person's name and contact information].

  • Resolution: We will review the complaint again and aim to provide a satisfactory resolution.

  1. Complaints Handling Timeframe:

  • Target Timeframe: We aim to resolve all complaints within 28 business days. However, some complaints may require additional time for investigation or resolution.

  • Updates: We will keep the customer informed of any delays and provide updates on the progress of their complaint.

  1. Confidentiality:

  • Privacy: We take the privacy and confidentiality of our customers seriously. All complaints will be handled with the utmost discretion and confidentiality.

  1. No Retaliation:

  • Protection: We will not retaliate against any customer for making a complaint in good faith. We encourage open and honest communication and value our customers' feedback.

  1. Record Keeping:

  • Documentation: We will keep a record of all complaints received, including the nature of the complaint, the resolution, and any actions taken. This information will be used to improve our products and services and to prevent similar issues from occurring in the future.

  1. Feedback and Suggestions:

  • Welcome: We welcome feedback and suggestions from our customers on how we can improve our products and services. If a customer has any suggestions or ideas, they can share them with us by contacting our customer service team.

  1. Contact Us:

  • Support: If a customer has any other questions or concerns, they can contact our customer service team at [email address/phone number].

Thank you for shopping with us!

Complaints Policy:

  1. Introduction: At Andreas Goods Limited T/A JA Designer Emporium, we are committed to providing excellent customer service and strive to ensure that all our customers are satisfied with their shopping experience. However, we understand that occasionally things may not go as expected. If you have a complaint about any aspect of our service or products, we encourage you to get in touch with us as soon as possible so that we can address your concerns.

  2. How to Make a Complaint:

  • Contact Us: You can submit a complaint by contacting our customer service team via email at [email address] or by phone at [phone number]. Please provide as much detail as possible about your complaint, including your order number (if applicable) and the nature of the issue.

  • Complaint Handling: Once we receive your complaint, we will acknowledge it within 28 business days and provide you with a reference number for your records. We will investigate your complaint thoroughly and aim to resolve it as quickly as possible.

  • Resolution: Depending on the nature of your complaint, we may offer a refund, exchange, credit, or other resolution. We will keep you informed throughout the process and ensure that you are satisfied with the outcome.

  • Escalation: If you are not satisfied with the resolution of your complaint, you may escalate it to a higher level of management by contacting [contact person's name and contact information]. We will review your complaint again and aim to provide a satisfactory resolution.

  1. Complaints Handling Timeframe: We aim to resolve all complaints within 28 business days. However, some complaints may require additional time for investigation or resolution. We will keep you informed of any delays and provide updates on the progress of your complaint.

  2. Feedback and Suggestions: We welcome feedback and suggestions from our customers on how we can improve our products and services. If you have any suggestions or ideas, please feel free to share them with us by contacting our customer service team.

  3. Confidentiality: We take your privacy and confidentiality seriously. All complaints will be handled with the utmost discretion and confidentiality.

  4. No Retaliation: We will not retaliate against any customer for making a complaint in good faith. We encourage open and honest communication and value your feedback.

  5. Record Keeping: We will keep a record of all complaints received, including the nature of the complaint, the resolution, and any actions taken. This information will be used to improve our products and services and to prevent similar issues from occurring in the future.

  6. Contact Us: If you have any other questions or concerns, please don't hesitate to contact our customer service team at [email address/phone number].

Thank you for shopping with us!

bottom of page